Account Service Representative

1 week ago

Guelph, Canada Equest Full time
Lynden International Logistics ULC is looking for someone who will be responsible for providing customer service, clerical, and administrative duties to a substantial number of clients and their customers, ensuring accuracy and complete confidentiality. The Account Service Representative is accountable for the timely and accurate collection of orders both online and offline with the customer. Routine communication to the client and their customers, in both verbal and written form, is required.

SUMMARY:

This position is responsible for providing customer service, clerical and administrative duties to a substantial number of clients and their customers, ensuring accuracy and complete confidentiality. The Account Service Representative is accountable for the timely and accurate collection of orders both online and offline with the customer. Routine communication to the client and their customers, in both verbal and written form, is required.

WORKING SCHEDULE:
This is an in-office position which requires you to work Monday to Friday from 8:00am - 4:30pm.

DUTIES AND RESPONSIBILITIES:
  • Oversee EDI transactions on behalf of the client and customer
  • Computer entry of customer orders
  • Take order desk calls
  • Advise and enforce client minimum order quantity guidelines
  • Advise and enforce order increments to ensure desired quantity is ordered based on client requirements Communicate with Account Receivable department when necessary to obtain credit release on identified credit hold customers as required
  • Maintain current knowledge of client promotional deals and advise customers accordingly
  • Advise and enforce pay terms by client as required
  • Handle customer inquiries regarding delivery status of orders
  • Provide proof of delivery
  • Enter customer complaints into call management system to record all details pertaining to the complaint
  • Resolves customer problems and complaints
  • Provide client return guideline information to customers
  • Convey back order information on behalf of client to their customers at time of order placement Provide client with a copy of the returns processed in the system
  • Edit and enter customer returns once authorization has been received and process a credit as required Communicate daily with clients to provide information as requested
  • Maintain and verify inventory and forward to clients
  • Process client claims with carriers for any damages or loss while in transit to the customer
  • Responsible for verification of daily sales equal to sales transmitted to each client
  • Cover for other ASRs during their absence or as required
  • Update management with any client updates and requests
  • Enters and maintains contract and deals on behalf of the client if required
  • Sorts and files documentation as required
  • Performs on-going training as required


SKILLS/TRAINING REQUIRED:

  • Ability to work independently and as a team member
  • Fluent in both English and French languages (if required)
  • Excellent verbal and written communication skills
  • Excellent customer service skills and pleasant telephone manner
  • Good interpersonal skills to liaise effectively with clients, customers, staff and management
  • Ability to handle stressful situations and a high diverse volume of work
  • Neat, thorough and possesses excellent time management skills
  • Strong problem-solving skills a definite asset when working with different client levels

EDUCATION & EXPERIENCE:

Minimum education required:

Secondary school diploma

Minimum experience required:

3 years experience in customer service or equivalent combination of education, experience and training

Plus 3 months on-the-job training

MEASURABLE PERFORMANCE STANDARDS:
  • Order taking error measurement
  • Productivity measurement
  • Customer service standards
  • Client/customer feedback
  • Attendance/punctuality

WORKING CONDITIONS:

Works under office and warehouse conditions. Work will entail constant interruptions. Required to work extended hours on a rotating basis. Very heavy workload during certain times of the day. Some overtime as required.

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